QUALITY AWARDS AND ISO

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• 7.1 INTRODUCTION
• 7.2 NOTABLE AWARDS IN QUALITY MANAGEMENT:
• 7.2.1MALCOLM BALDRIGE NATIONAL QUALITY AWARDS
(MBNQA)
• 7.2.2PUBLIC SECTOR QUALITY AWARD (AKSA)
• 7.2.3PRIME MINISTER’S QUALITY AWARD (AKPM)
• 7.2.4PUBLIC SERVICE INNOVATION AWARD
(AISA)
• 7.3 ISO IMPLEMENTATION

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• All organizations are obliged to provide the best services to its
customers at whatever cost.

• The implementation or adaption of quality principles is alone

does not guarantee that all the guiding principles of quality will
be effective in organizations.

• Other aspect that would help to ensure effective quality

standards expected by organizations and their customers, is
recognition.

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• Established by American Congress in 1987 following a slow
growing of U.S quality movement.
• MBNQA is only offered annually to the US-based companies
that meet the standards and excellence practices.
• The presentation of the award is done by the President of the
United States.
• Example of recipients: Xerox Corp, Ritz-Carlton, Federal
Express Corp etc

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• The objectives of MBNQA :
a. To help improve quality in U.S. companies
b. To recognize achievements of excellent firms and provide
examples to others
c. To establish criteria for evaluating quality efforts
d. To provide guidance for other U.S. companies

• HOWEVER, there are criteria for performance excellence

that organizations need to comply in order to receive the
award.

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• The criteria for performance excellence are :
• Leadership: Leaders will be examined in terms of its values,
direction, performance expectation and its focus towards
customers and stakeholders’ satisfaction.
• The management will be reviewed in terms of its practices upon
empowerment, innovation and learning in the organization.
• Strategic Planning: It examines on how the selected objectives
and action plans are deployed and how the progress is
measured.

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• Customer and Market Focus: It examines on the determination of customers’
requirements, expectation as well as their preferences.
• Measurement, Analysis and Knowledge Advancement: It examines on how data,
information and knowledge assets are being selected and managed.
• Human Resource Focus: how employees are being rewarded, motivated and given
opportunity to achieve their good career path.
• Process Management: includes product development, service delivery and business
support.
• Business Result: examines the performance of the organization in terms of its key
business areas as well as to observe the improvement that takes place. Both include
customer satisfaction, product and service performance governance, human resource
result, and corporate social responsibility.

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• AKSA is a form of recognition and appreciation given specially to agencies in the
Public Sector that have excelled in total quality management or other specific areas.
(DAC 1/2006 & DAC 7/1991).
• The award is an annual event and part of the activities under the Excellent Work
Culture Movement.
• The list of awards under AKSA :
• Prime Minister's Quality Award (AKPM).
• Financial Management Quality Award (AKPK).
• Information and Communication Technology Quality Award (AKICT).
• Local Authority Quality Award (AKPBT).
• Land and District Administration Quality Award (AKPDT).
• Project Management Quality Award (AKPP).
• Public Sector Innovation Award (AISA).
• Joint Research between Public Sector and Private Sector Innovation Award (AIPB).

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• Encourage and improve awareness on quality in the public sector.
• Formally recognizes Government agencies that have proven to possess an in-
depth knowledge on management and enhancing quality and have
displayed excellent leadership qualities.
• Give publicity to successful strategies on quality.
• Encourage ‘healthy competition’ among Government agencies which strives to
enhance quality management practices.
• Enable agencies to gauge their level of excellence as well as to know their
strengths, weaknesses and improvements to raise their service delivery.

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• It is a national most prestigious awards given to government agencies,
socioeconomic sectors as well as private sectors in Malaysia.
• The award was introduced in 1990 as the premier national quality award.
• Its objectives are :
• To encourage and improve awareness about quality in the public sector.
• To give formal recognition to government agencies which have shown their in
depth understanding upon management and quality improvement as well as
their achievement towards excellence quality leadership.
• To provide publicity on effective quality strategies.

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• To encourage positive competition among public agencies
towards improvement of quality management .

• To benefit public agencies through benchmarking hence will

identify its strengths and weaknesses for further improvement in
public service delivery.

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• Assessment is based on 4 categories of the award :

• Resource Management
• Service Delivery Quality System
• Organizational Achievement
• Organizational Leadership

Recipients of AKPM: UiTM, MasKargo, Sirim, Sime Darby, MMC

Oil and Gas Engineering Sdn. Bhd etc

(refer to sem June 2014 final exam)

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• Agencies that wish to be considered for the award submit an
entry form and a report about the agency’s quality mgmt
practice. The report describes the organization’s general and
operating objectives, and its structure and output.
• Out or 30 nominees the selection process will reduce to just one
winner.

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• The YAB Dato’ Sri Mohd Najib, the Prime Minister of Malaysia,
emphasizes on innovation, witnessed by his speech during
‘Anugerah Inovasi Perdana Menteri, 30th June 2009’ ;

• “We will systematically foster innovation as a driver of value add

and promote higher value add sources of growth such as private
education, health tourism, Islamic finance, ICT, creative industries
and biotechnology.”

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• AISA gives recognition to the government agencies that have illustrated and
proven their innovation in changing the work system, procedures, and ways
of discharging its function.
• Recipients: UTC (2014), ICU JPM, MOSTI etc
• The main objectives of AISA are :
• To give recognition to government agencies that has produced innovative
outputs.
• To inculcate creative and innovative culture in working practices.
• To introduce and share innovative products or services with other government
agencies.
• To contribute towards improvement in public service delivery

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• International Organization for Standardization" would have
different acronyms in different languages ("IOS" in English,
"OIN" in French for Organisation internationale de
normalisation).
• Its founders decided to give it also a short, all-purpose name.
They chose "ISO", derived from the Greek isos, meaning
"equal".

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• ISO 9000 is a quality system standards based on the premise
that ;
• certain generic characteristics of management practices can be
standardized,
• a well-designed, well-implemented, and carefully managed
quality system provides confidence
• that the out-puts will meet customer expectations and
requirements.
• It can be simplified as guidelines related to quality
management system that need to be complied with in order to
maximize its benefits.

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• Principle 1 – Customer focus
• Principle 2 – Leadership
• Principle 3 – Involvement of people
• Principle 4 – Process approach
• Principle 5 – System approach to management
• Principle 6 – Continual improvement
• Principle 7 – Factual approach to decision making
• Principle 8 – Mutually beneficial supplier relationships

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• To the private sector, ISO standards help businesses to:
i. Cut costs: through improved systems and processes
ii. Increase customer satisfaction through improved safety,
quality and processes
iii. Access new markets through ensuring the compatibility of
products and services
iv. Reduce their impacts on the environment (focus on being
environment friendly)

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• To the public sector, ISO standards will provide benefits in:
i. Good leadership: the levels of management work together to
realize the importance of having quality works and services
ii. Customer focus: leading to a more efficient address to fulfill what
the customer expects and requires from the serviced organization.
iii. Total involvement of staff: this will lead to a ‘personal investment’
in a government project and in turn create motivated, committed
workers.
iv. Management system approach: having ISO implementation will
result in proper integration and alignment of key process. If
fulfilled will too lead to consistency, effectiveness and efficiency to
customers, organizations and suppliers

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v. Continual improvement: this is the most paramount to the
establishment of quality work culture in organizations.
vi. Factual approach to decision making: towards effective
decisions particularly in analysis and interpretation of
information and data.
vii. Improvement on credibility and image: towards better
reputation and image building for public agencies.

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• END OF CHAPTER SEVEN……..

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